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Hello!: And Every Little Thing That Matters de Kate Edwards

Hello!: And Every Little Thing That Matters

Autor Kate Edwards
en Limba Engleză Hardback – 16 feb 2016
Hello! And Every Little Thing that Matters will transform the way businesses interact with customers – delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.
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Specificații

ISBN-13: 9781137489708
ISBN-10: 1137489707
Pagini: 224
Ilustrații: X, 203 p.
Dimensiuni: 155 x 235 x 24 mm
Greutate: 0.39 kg
Ediția:1st ed. 2015
Editura: Palgrave Macmillan US
Colecția Palgrave Macmillan
Locul publicării:New York, United States

Cuprins

1.Hello: The First Important Thing
2.I Notice = I Care
3.The Power of Chairs, Doors and Stairs
4.Please Hold
5.Say What?
6.There Is No Such Thing as Medium Rare
7.A Little Decency
8.From Dust to Mistrust
9.What Brings Regulars Back
10.When Things Go Wrong
11.The Old Fashioned Touch
12.Don't Scratch that Itch
13.The Blueprint
14.Every Time I Say Goodbye
15.The Manager of Small Things

Recenzii

“Edwards, a consultant, provides useful guidelines for customer service. … The book emphasizes an understanding of customer service as a conversation. … The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels.” (E. G. Ferris, Choice, Vol. 54 (2), October, 2016)

Notă biografică

Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.

Textul de pe ultima copertă

We're often told 'Don't sweat the small stuff' but in customer service, author Kate Edwards reminds us that the small stuff is exactly what customers remember and gives them a reason to become regulars. It all starts with 'Hello,' which not only requires a response but also sparks a conversation and initiates a relationship between the client and the business. Maintaining a quality relationship with your customers involves paying attention to the details: things like uncomfortable chairs, dirty glass doors, and pervasive odors negatively impact the customer experience. Further, this book answers the bigger question of 'what service is' and 'why service is important' and also shares tips and tricks for making a positive impression on your guests and staff. Ultimately, customers want to know that their experience matters, and Edwards offers sound advice about how to convey this message to customers by paying attention to detail and making the little things count. Readers will receive insights, such as the author's concept of 'I Notice = I Care,' which can help transform your team from generally good into generally great service ambassadors. Hello! And Every Little Thing That Matters will inspire you to deliver service that makes a difference and that makes your business come alive.

Caracteristici

Kate's knowledge of restaurants is unmatched by anyone I've ever worked with. She has an unerring ability to solve problems and is always an enormous pleasure to work with. Keith McNally, Proprietor – Balthazar Kate helped us to relaunch The Palm Court at The Plaza Hotel. Her knowledge, pride, passion and expertise are truly outstanding!" Shane Krige, General Manager The Plaza Hotel Kate's professionalism was key in righting a ship that needed direction and thanks to her efforts Le Cirque is receiving the praise that it merits; we will always recognize that." Marco Maccioni, CoOwner Le Cirque Working for some of the biggest names in the service industry: Balthazar, French Laundry, Per Se, La Cirque, this author can give insights into how they amazing restaurants were successful… and of course the secret is that they know how to treat their customers. Not only will the reader learn the most successful insights on customer service success, but she will take you behind the scenes of some of the most gossiped about establishments in New York City Every couple of years there is a runaway successful customer service book, from The Nordstrom Way, to Hug Your Customers, to The Gold Standard. This book fits that category perfectly; using examples from the biggest service of all, restaurants, this book exemplifies how customers matter more than almost anything else in business. How else can you get a customer to spend so much money on a 2 hour dining experience where the most memorable aspect is the 'experience' rather than the food specifically?